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web.groovymark@gmail.com
- November 30, 2024
Question 41
What is the goal of ‘relationship management practice’?
a) To assess employee productivity.
b) To establish and nurture links between the organization and its stakeholders.
c) To evaluate financial performance metrics.
d) To monitor service marketing strategies.
Correct Answer: b) To establish and nurture links between the organization and its stakeholders.
Explanation: Strong relationships enhance collaboration and value co-creation.
Question 42
How is ‘knowledge management practice’ beneficial to organizations?
a) It reduces operational costs.
b) It improves the use of information and knowledge across the organization.
c) It evaluates employee performance.
d) It monitors service marketing strategies.
Correct Answer: b) It improves the use of information and knowledge across the organization.
Explanation: Knowledge management is essential for fostering innovation and efficiency.
Question 43
What is ‘change model’ in service management?
a) A financial assessment tool.
b) A repeatable approach to managing a particular type of change.
c) An employee performance metric.
d) A marketing strategy for services.
Correct Answer: b) A repeatable approach to managing a particular type of change.
Explanation: Change models help standardize the process for implementing changes.
Question 44
What does ‘standard change’ refer to?
a) A low-risk, pre-authorized change that can be implemented without additional approval.
b) A high-risk change requiring extensive review.
c) A financial assessment tool.
d) A marketing strategy for services.
Correct Answer: a) A low-risk, pre-authorized change that can be implemented without additional approval.
Explanation: Standard changes streamline the change process while minimizing risk.
Question 45
How does ‘project management practice’ contribute to organizations?
a) It assesses employee productivity.
b) It ensures successful delivery of projects aligned with organizational goals.
c) It evaluates financial performance metrics.
d) It monitors service marketing strategies.
Correct Answer: b) It ensures successful delivery of projects aligned with organizational goals.
Explanation: Effective project management is essential for achieving strategic objectives.
Question 46
What does ‘service level agreement (SLA)’ outline?
a) A document for employee performance metrics.
b) A documented agreement identifying services and expected levels of service.
c) A financial assessment tool.
d) A marketing strategy for services.
Correct Answer: b) A documented agreement identifying services and expected levels of service.
Explanation: SLAs are crucial for establishing clear expectations between service providers and consumers.
Question 47
What is ‘service provision’?
a) A financial assessment tool.
b) Activities performed by an organization to provide services.
c) An employee performance metric.
d) A marketing strategy for services.
Correct Answer: b) Activities performed by an organization to provide services.
Explanation: Service provision encompasses the management of resources and fulfillment of service actions.
Question 48
How does ‘feedback loop’ function in service management?
a) It assesses employee performance.
b) It uses outputs of one part of a system as inputs to the same part.
c) It evaluates financial performance metrics.
d) It monitors service marketing strategies.
Correct Answer: b) It uses outputs of one part of a system as inputs to the same part.
Explanation: Feedback loops are essential for continuous improvement and adaptability.
Question 49
What is the purpose of ‘resource management practice’?
a) To assess employee productivity.
b) To ensure that resources are effectively allocated to meet service demands.
c) To evaluate financial performance metrics.
d) To monitor service marketing strategies.
Correct Answer: b) To ensure that resources are effectively allocated to meet service demands.
Explanation: Effective resource management is key for optimizing service delivery.
Question 50
What does ‘disaster recovery plan’ entail?
a) A financial assessment tool.
b) A set of plans for recovering from a disaster and restoring services.
c) An employee performance metric.
d) A marketing strategy for services.
Correct Answer: b) A set of plans for recovering from a disaster and restoring services.
Explanation: Disaster recovery plans are crucial for maintaining business continuity during emergencies.
